Implementation Engineer _ Telecommunications Engineer - IV

Apex Systems; Roanoke (VA); Remote; Full time

Job summary

Join a forward-thinking company as an Implementation Engineer, working remotely with a Fortune 500 client. This exciting role involves managing enterprise Contact Center solutions using the NICE inContact CXone platform. You'll be at the forefront of implementing and maintaining critical IVR and voice solutions, ensuring quality and urgency in your consulting approach. If you're passionate about technology and thrive in a collaborative environment, this opportunity is perfect for you. With a focus on continuous learning and innovation, you'll be part of a team that values your contributions and offers extensive career resources and benefits.

Benefits

Comprehensive benefits package

Career resources

Training and certifications

Development opportunities

Qualifications

• Bachelor's or Master's in Computer Science or Software Engineering required.
• NICE inContact CXone Certified Implementation Partner Certifications preferred.

Responsibilities

• Manage enterprise-wide Contact Center solutions for various customers.
• Perform design sessions and configure call flows and scripting.
• Conduct testing lifecycle and rollout final solutions into production.

Skills

Contact Center Services implementation

NICE InContact CXone platform expertise

NICE inContact CXOne Certifications

User Hub or Central Administration tools

NICE inContact Studio experience

Call flow scripting

Troubleshooting contact center issues

RESTful web services and API integration

Business requirements documentation

Excellent communication skills

Workforce Management experience

Feedback Management experience

CRM Agent Applications experience

AI and chatbots experience

Education

Bachelor of Science in Computer Science

Master of Science in Software Engineering

Job description

Job#: 2048430

Job Description:

Apex Systems, the Nation’s 2nd largest Technical Staffing and Services Firm, has an opening for an Implementation Engineer with a Fortune 500 Company for a Remote role, Contract Position!

Location: Remote / Roanoke, VA 24011
Length: 12+ month contract
Payrate Range: $52-$58

JOB DUTIES:
The Contact Center Services (CCS) Customer Experience (CX) Configuration Specialist works within the Consulting Services practice as a customer-facing resource to manage enterprise-wide Contact Center solutions for customers from many verticals on the NICE inContact CXone platform. The Consulting Services team implements and maintains both hosted and CPE solutions which contribute millions in revenue. The custom IVR and voice solutions are critical to our customers, so our focus is to consult with both quality and a sense of urgency in mind. They are led by a program management and project management team which follows the Professional Services Project Methodology using a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling PS activities. The CX Configuration Specialist provides application engineering professional services, specifically in the contact center domain.

In this role, you must be able to meet with clients, perform design sessions, synthesize business requirements, transfer gathered requirements to an enterprise design leveraging best practices, perform all aspects of the configuration of call flows and scripting, perform a testing lifecycle (i.e., unit testing, system integration testing, quality assurance testing, and user testing), and work with customers to rollout the final solution into production.

EDUCATION/CERTIFICATIONS: Bachelor or Master of Science in Computer Science or Software Engineering. NICE inContact CXone Certified Implementation Partner Certifications.

MUST HAVE SKILLS (Most Important):

1. Experience in Contact Center Services implementation and configuration
2. Expertise in NICE InContact CXone platform for contact center services
3. NICE inContact CXOne Certifications - NICE CXOne Core/QM/PC/WFM/DFO (or equivalent experience)
4. Know User Hub or Central Administration tools for contact center object configuration
5. Extensive experience with NICE inContact Studio using the visual editor and script programming language for contact flows (voice (inbound/outbound), email, chat, SMS)
6. Proven ability in call flow scripting of complex call center environments
7. Experience with troubleshooting contact center issues, call routing, traces, integrations, etc.
8. Experience with RESTful web services and integration with APIs for CRMs and databases
9. Understand technical requirements and be able to document those requirements via call flow diagrams and functional design specifications
10. Ability to interpret and analyze business requirements, identify risks and design appropriate solutions
11. Excellent written and verbal communication skills
12. Be capable of presenting and reviewing design specifications with stakeholders
13. Experience with Workforce Management
14. Experience with Feedback Management, DB Connector and Virtual Agent Hub
15. Experience with CRM Agent Applications inside CXone Console (ServiceNow, ZenDesk, Microsoft Dynamics, MS Teams)
16. Experience with AI and chatbots (Amelia, Dialogflow)

EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package.